Other · Full-time
Direct employerAirtel Money_Consumer Protection Coordinator
Published by employer
About this role
Role overview
To ensure accurate and timely reconciliation, settlement, and resolution of transaction-related exceptions, while supporting reporting, audit requirements, and product change initiatives. The role safeguards customer experience, regulatory compliance, and revenue assurance through effective transaction monitoring, issue resolution, and risk management.
Why Airtel Africa?
At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
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BACKEND OPERATIONS – PARTNER AND CUSTOMER SUPPORT
Perform daily reconciliations on key services including TIPS, Government payments and any services deemed to be critical for the period and addressing exceptions for all partners
Resolving transactional customer queries escalated from Customer service channels - level 2 escalation after CX back office, such queries as customer deducted service not provided
Monitoring transactions for key services through dashboard to pick exceptions and proactively communicate and address any exceptions
Customer queries resolution SLA monitoring
Customer service Quality assurance monitoring
BACKEND OPERATIONS - FROZEN BALANCES MANAGEMENT
Daily monitoring and trending clearing of Ambiguous Transactions and analyzing trend to ensure proactive resolutions to ease customer pain
Communicating with 3rd parties ambiguous transactions for confirmation
Ambiguous transaction settlement
Initiating TIPS transaction reversals in TIPS portal
Initiating transaction reversal in AM web GUI
Working with CX to ensure all initiated settlements and reversals are approved within SLA
Attend frozen balance related queries from vendors and investigating variances due to frozen amounts
PRODUCT DELIVERY AND CHANGE IMPLEMENTATION INCLUDING UAT
Performing and sign-off UAT on changes where applicable
Level 2 escalation on system related matters from CX Back office
Support ticketing management for issues raised
Vendor support SLA management
BACKEND OPERATIONS - FINANCE SUPPORT
Daily reconciliation for interoperability and Banks
Investigation reconciliation exceptions for billing purposes
Address sweep related queries from Finance and 3rd parties.
Educational Level
Advanced Diploma/ Bachelor's degree or educational qualification preferably with a major in Business / Finance or IT
Relevant Experience
3 years’ work experience at least 1 years MFS experience
At least 1 years MFS experience Ability to perform end to end financial reconciliations and quickly identify and associated issues
Ability to perform end to end financial reconciliations and quickly identify and associated issues
Ability to work well & deliver as part of a virtual team
Ability to communicate issues/concerns and recommend corrective course of action